Stakeholder views of patient and community engagement (2018/2019)

We asked a number of local stakeholders to give feedback on how Camden CCG is doing in relation to community and patient engagement during 2018/19. We received feedback from the Deputy Leader and Cabinet Member for Tackling Health Inequalities and Promoting Independence at the London Borough of Camden, Chair and staff at Camden Disability Action, CCG Lay Governing Body members, Chair of Camden Patient & Public Engagement Group, Healthwatch Camden and much more. You can view our local stakeholder’s feedback below. 

Pat Callaghan - Deputy Leader, Health and Wellbeing Board Member and Cabinet Member for Tackling Health Inequalities and Promoting Independence 

Involving the public in governance

I feel that this is very strong in Camden, as each member of the Board are all very enthusiastic about working together to improve the health of the population. I single out the two non-exec Directors, and the patient representative on the Governing Body. All three truly represent patients’ needs and the overall service delivery. 

Annual reporting

The CCGs Annual Report and bi-monthly patient voice reports shows their commitment to improving the service by integrating delivery with partners across a wide range of organisations. 

Day to day practice

The GPs are very active and dedicated within their communities. They deliver a holistic service which improves overall health. They are also interested in working with the council on the determinants of health. This will help with our integration agenda. 

Feedback and evaluation

As the Lead Member for Health Improvements in Camden, I have a good relationship with members of the CCG and get regular feedback from the two Non-exec Directors’, the Chair and the Chief Operating Officer and the Deputy Head of Engagement. 

Equalities and health inequalities

Within Camden the CCG, Healthwatch, the VCS and other organisations all work together to promote and improve health services for those in most need. We are also very aware of the determinants and their impact on the quality of life of our residents. We are all committed to developing strategies and policies which will translate in to better services for our community. 

Anna Wright - Deputy Director – Policy Lead, Healthwatch Camden 

During 2018/19 Camden CCG has sustained its commitment to meaningful community and patient engagement. This is particularly welcome at a time of resource constraints. Healthwatch Camden congratulates the CCG for recognising the value of engagement and we see this reflected at both the strategic and operational level and across the organisation from senior leadership to front line staff. The working relationship between the CCG and Healthwatch Camden continues to grow stronger and more fruitful. The Chair of Healthwatch Camden sits on the CCG Board and her contribution on matters of governance is welcomed. Healthwatch Camden is a stakeholder member of the Camden CCGs Patient and Public Engagement Group (CPPEG) and our active participation is always sought and encouraged. Our staff team are in regular contact with the engagement lead for the CCG, sharing insight around patient experience. The CCG senior leadership take an interest in the work programme of Healthwatch Camden and indicate a willingness to learn from the findings of our own engagement work. Healthwatch Camden is regularly invited by the CCG to present at their patient engagement events. This year has seen us working closely together to improve the service offered to patients with communication support needs. Through this partnership, Healthwatch Camden has delivered practical support sessions for every GP practice in Camden — helping each to meet the requirements of the Accessible Information Standard. We are looking forward to further partnership working in the coming year. 

Kathy Elliott - Vice Chair and Lay Governing Body member responsible for Patient and community Engagement, NHS Camden CCG 

Involving the public in governance

As the lead Lay Member for patient and public involvement, I continually review our governance arrangements.  They are strong and embedded, and kept refreshed through induction processes; regular review of our business objective; and reporting at each public Governing Body meeting.  Going forward we see opportunities to strength arrangements as part of our work on integration. 

Annual reporting

Reporting is continuous throughout the year, at Governing Body public meetings, through communications, and as part of our Annual General Meeting and report. 

Day to day practice

Specialist expertise in public and patient engagement/ focus is available to support all staff and the organisation generally to deliver and embed our work.  We regularly reach out to NHS providers, partners and voluntary sector groups.  I have seen many examples of where we listen and find ways forward for issues of concern locally. 

Feedback and evaluation

Improving this area of our practice has been a high priority in 18/19.  All Patient Voice, Governing Body reports, include a number of examples.  They are also highlighted in a new section of the CCG website – ‘you said, we did, and what difference did it make’ on our website.  I have been assured that the CCG is committed to demonstrating to all our partners and publics that engagement is making a difference. 

Equalities and health inequalities

In the past year we have reviewed and ‘reset’ our relationship with public health, to ensure we are increasing the effectiveness of our work to address health inequalities.   The Director of Public Health is an active member of the Governing Body, and members of the public health team contribute to committees, such as the integrated commissioning committee; the local care strategy delivery board; and the health and wellbeing board.   The annual report of our equalities and diversity work highlighted successes and provided a focus for discussion and priorities for 18/19.  I am currently the chair of the CCG Equalities and Diversity Group. 

Chloe Watson - Head of Communications and Engagement, North London Partners in Care 

Camden CCG have well established engagement groups and channels which allow the organisation to understand the needs and experiences of local people in its work. The Camden Citizen Panel is an excellent example of engaging with local people, in a demographically representative way, at scale. In the future it would be good to see how Camden CCG’s engagement activity feeds into their wider governance and influences decisions. 

Hilary Lance - Patient Representative Chair of the Camden CCG’s Public and Patient Engagement Group (CPPEG) 

Involving the public in governance

The CCG and the Governing Body (GB) are totally committed to involving patients and the public in matters of governance. As the patient representative on the GB, the NED with lead responsibility for patient engagement and I have a regular slot at every meeting in which the GB receives a detailed report of recent engagement activities and outcomes.  The Chair of Healthwatch sits on the GB too. The public/patient representative contribution is welcomed and encouraged on any item on the agenda.  

The CCG hosts several public meetings a year on informing on key issues and inviting comments. Much of this plus the results of other focused consultation exercises fed back to the GB via the patient Voice Report and consultation routes   

Annual Reporting

The CCGs Annual Report and GB Patient Voice Reports demonstrate commitment to enhancing services though  integrating delivery with partners across a wide range of organisations.  Recently patient representative and been included in several events on the strategic direction of Integrated Care and more are planned   

Day to Day Practice

Patient representatives from CPPEG attend all key regular CCG committee (around 17 or so in all) plus e.g. shorter lived committees/groups on e.g. procurement matters or the planning of Locally Commissioned Services. Without exception patient representatives report they are welcomed and encouraged to contribute in these meetings and are really listened to.    GP Locality Meetings include a regular slot for feedback on CPPEG activities and to hear comments. 

The CCCG has the aim of supporting the development of GP practices Patient Participation Groups.   There is also a readiness to learn form the citizens engagements undertaken by the Council and to maximise ways of using these networks to mutual benefit of all service providers.  Healthwatch is also an increasingly trusted partner in the arena.    

It is evident to patient representatives that GPs are motivated to work deliver across organisational boundaries to improve health outcomes more effectively. 

Feedback and evaluation

I have observed good and respected interaction between the CCG and the council and other organisations. 

Equalities and health inequalities

Special efforts are made by the CCG to hear the views of harder to reach groups.

There is a clearly stated commitment to reducing health inequalities and to identify where these exist and to monitor and demonstrate achievement of equal access and treatment for all.    GP practices have worked with Healthwatch in the last year to improve communication with those patients with communication difficulties and to implement the Accessible Information Standards guidelines. 

Allegra Lynch - Chief Executive Officer - Camden Carers Centre

Camden Carers Centre feel that carers are consulted and their voices heard by Camden CCG. There are some excellent staff and trustees who have really made an effort to support and understand the needs of carers in the borough and listen to the issues that carers face on a regular basis. We are actively supported and encouraged to contribute to health issues across Camden and members of the board and staff are always happy to join meetings we hold for carers.

Oliver Green, Chair and Rosemary Frazer - with responsibility for training and development at Camden Disability Action (CDA) 

Involving the public in governance

We think this is something which is done really well from the point of view of CDA. There is great encouragement and support provided to ensure the views of disabled people are represented. 

Annual reporting

We think the reporting (Patient Voice Governing Body Reports) is excellent and feel well informed on all projects and work going forward. 

Day to day practice

From the feedback we receive from disabled people in the Borough it is clear that GP surgeries are looking at ways they can provide an improved service for disabled patients which meets their access requirements and allows them to feel more in control and better informed of decisions around their healthcare. 

Feedback and evaluation

There is ample opportunity to offer feedback and to evaluate the services provided and have felt encouraged to do so in way which is not always the case with other service providers. 

Equalities and health inequalities

I feel that Camden CCG really go out of their way to communicate and have a dialogue with disabled people in the Borough. They have acted on feedback to ensure meetings, public events and communication are more accessible both in where meetings are held and in improving access to information, which in a health setting can be challenging. 

Baroness Glenys Thornton - NHS Camden CCG – Lay Governing Body Member 

Governance

Patient and community engagement is integrated into the CCG operations at every level and is very valued in the planning and implementation of our objectives.

Annual reporting

We regard the reporting of engagement as essential, and it is meaningful and related to real experience within communities. This gives it strength. 

Day to day practice

It is my experience that at all levels of the CCG for both employees and board members consideration is given to patient and community engagement and feeding this information into decision making and conduct.

Feedback and evaluation 

This is a vital indicator, it is done thoroughly and is related to patients’ circumstances and experience. As a GB member I regard this as an essential tool of my job.

Equalities and health inequalities 

Patient and community engagement brings real life experience and narrative to the familiar research and statistics about health inequalities. This is very important when we are taking decisions about how to us scarce resources in the best way to tackle health inequalities